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Call Center Representative will serve clients by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database as per Wataniya standards and provide competent, efficient, and proactive service to clients both internal and external.

Job Responsibilities

1. Answer incoming calls and respond to client’s emails and resolve client complains in a timely manner.
2. Maintain Call Center database with accuracy by entering call information into the system.
3. Adhere to department set KPIs and guide lines to meet quality assurance requirements.
4. Identify and escalate complains and appointed cases to the Client Support Team.
5. Provide clients with product and service information.
6. Route calls to appropriate resources.
7. Follow up client calls where necessary and solve IA cases (level one).
8. Perform and follow any other job-related instructions and duties by supervisor or department manager.
9. Ensure that service provided is up to Wataniya standards to achieve the highest customer satisfaction.

Job Duties

1. Document call information according to Wataniya standards and operating procedures.
2. Recognize, document, and alert management of trends in customer calls.
3. Complete call logs and reports.
4. Attend to all incoming calls or emails from clients, internal or external.
5. Prepare periodic reports.

Requirements

Job Qualifications

A.Educational Background and Certifications:

• Bachelor’s degree in office management, Business Administration, or Insurance.
• IFCE Certificate (Preferred.

B.Experience:

• Relevant years of experience in the field of Customer Service, Insurance, or Banking, ranged between 0 and 2 years.